Client Services Associate

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We’re looking for a
*** Client Services Associate
*** to join our Customer Care team to provide world class customer care to our customers around the world. This role will work directly with customers in person to assist with drop off orders for PSA, PCGS, PSA/DNA, and WATA. They will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pickup.

They will also assist with employee submissions as well. Associates will assist with general customer care emails and order assistance during downtime.
** Approximately
* 40% travel
* is required for this position. You must have a valid driver’s license (required) and having a valid passport is preferred (but not required).
** You’ll report to our
* Customer Experience Supervisor
* and work from our
*** Jersey City, NJ
** office***.
**** What You'll Do:
*** Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
* Schedule drop offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
* Work with Security and/or Sales if there is a high value submission taking place
* Attend to onsite VIP submitters to ensure a first class guest experience
* Assist with inquiries on orders and pricing with customers at drop off while ensuring all submission forms are accurately filled out, items properly handled, and orders delivered to the Receiving department for order entry
* Work with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to assist with any customer issues, including but not limited to resolving submission form errors, address or shipping updates, and order status inquiries
* Work with Finance on any issues with payment processing
* Research and resolve complaints or issues according to company policies and procedures
* Make calls to follow up on questions, complaints and issues
* Alert Marketing to opportunities to tell success stories from collectors, interview them, get photos for social media, etc.
* Schedule pickups with customers and insure a smooth transaction during those pickups
* Be able to answer questions on the outcome of the submissions
* Assist with Customer Care emails and general inquiries during down time
* Attend trade shows as company representative to assist in order processing with submissions (optional)
* Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular
* Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies
* Organize and manage the pickup room daily, including but not limited to making calls to dealers/customers in advance of end of week or end of quarter to coordinate timely pickups
** Who You Are:
*** Able to travel up to 40% of the time attending various shows and special events
* Drivers licensed is required
* Valid passport is helpful
* Associates Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience
* Ability to understand and relay company policies and procedures
* Familiarity with standard concepts, practices, and procedures within our particular field
* Communicates clearly and…